Large Item and Heavy Lifting Policy

Last Updated: March 15, 2025

This Large Item and Heavy Lifting Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to Providers (including Movers, Haulers, and Couriers) who access or use Provider features through our websites, mobile applications, and related services (the “Platform”) and perform services arranged through the Platform (“Services”).

This is a Provider Standard policy. It defines minimum staffing, equipment, safety-stop, documentation, and escalation requirements for large, bulky, and heavy items. Customer obligations and customer-facing elections (including the one-provider option) are defined in separate customer policies (including the Overweight and Large Item Policy (Customer) and 1-Provider Option Policy (Customer)). Providers must follow this policy regardless of customer requests.

This policy supplements the Safety Standards and PPE Policy (Provider), Incident Reporting Policy, Fee and Pricing Policy, No Show and Inaccessible Job Policy, Restricted and Prohibited Items Policy, Compliance with Local Moving and Transportation Laws Policy, and Deactivation and Appeals Policy.

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1) Core provider requirements

Providers must:

• Operate safely and lawfully at all times; do not perform lifts that are unsafe.
• Confirm feasibility based on weight, dimensions, service level, and path complexity before moving an item.
• Use appropriate equipment and securement methods (dollies/hand trucks, straps, sliders, blankets, tie-downs).
• Follow minimum staffing standards in Section 3 and apply the multipliers in Section 4.
• Require scope correction or reschedule if booked staffing/equipment is insufficient.
• Document material mismatches and safety stops in the Platform (see Section 6).

Providers may refuse, pause, or stop service when safety, legality, or feasibility requires. Safety overrides speed, customer pressure, and pricing.

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2) Definitions (for Provider operations)

• Item Weight: Best available estimate (label/specs, customer disclosure, provider assessment).
• Path Complexity: Conditions increasing risk/staffing needs (stairs/steps, tight turns, long carry, uneven ground, steep inclines, narrow doorways, elevator restrictions/outages, obstacles, fragile surfaces, thresholds requiring lifting, disassembly required).
• Dolly-Eligible: Item can be moved safely on a dolly/hand truck with straps and stable load without stairs/steps, without requiring unsafe manual carries.
• Service Level:
  • Curbside: Exchange at curb/driveway edge/nearest lawful loading point; no entry.
  • Doorstep: First accessible threshold (front door/lobby) where safe/legal.
  • Room of Choice: Inside placement; interior carry path required.
  • White Glove: Added care steps (assembly, packaging removal, protective measures).

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3) Minimum staffing standards (baseline per heavy item)

These minimums apply per heavy item, not per booking. Multiple heavy items may require additional staffing beyond these minimums.

• 0–100 lbs: Staffing determined by job scope and service level (often 1–2).
• 101–249 lbs: ≥ 2 providers required (default).
• 250–349 lbs (Heavy): ≥ 2 providers required.
• 350–399 lbs (Very Overweight): ≥ 3 providers required.
• 400–449 lbs: ≥ 4 providers required.
• 450–499 lbs: ≥ 5 providers required.
• 500–549 lbs: ≥ 6 providers required.
• 550–599 lbs: ≥ 7 providers required.
• 600+ lbs: ≥ 8 providers required or specialty handling (Section 7).

No exceptions to minimum staffing where safety would be compromised. A customer request or “I can help” does not override provider safety judgment.

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4) Multipliers and adjustments (stairs/steps, obstacles, service level)

A) Stairs/steps and obstacles multiplier

Add staffing above the baseline when any of the following apply:

• any stairs/steps (including partial flights)
• long carry distances
• tight turns / narrow hallways / low ceilings
• thresholds requiring lifting
• uneven terrain / gravel / slippery conditions
• steep inclines / ramps
• elevator not available when required or expected
• fragile flooring or narrow stair treads
• disassembly required to safely pass

Guideline: For items 350+ lbs, complex paths often require +1 to +3 providers depending on conditions.

B) Service level adjustment

• Curbside: May reduce staffing only if the item is dolly-eligible and path is flat/simple (no stairs/steps, no thresholds requiring lifts).
• Doorstep: Similar to curbside, but thresholds and short carries may negate reduction.
• Room of Choice: Maintain baseline; interior navigation increases risk.
• White Glove: Often requires additional staffing and/or additional time due to extra care steps and precision handling.

C) Provider discretion

Providers may require more staffing/equipment than the minimum if reasonable professional judgment indicates safety requires it.

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5) Courier and single-provider operational limits

Courier and courier-like deliveries are commonly performed by one provider. Providers must enforce these operational limits:

• Manual carry limit: Items requiring manual carry should generally be ≤ 50 lbs for a single provider.
• Items > 50 lbs may proceed only if:
  • the item is dolly-eligible,
  • no stairs/steps and no complex path, and
  • curbside/doorstep handoff is feasible, and
  • the provider confirms safe gear and handling.

If any of the above conditions are not met, the Provider must require conversion to a higher service level (additional providers / different service category) or reschedule.

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6) Required workflow for heavy-item mismatches and safety stops

When booked scope does not match on-site reality or safe completion requires more resources, Providers must follow this workflow:

1. Stop and assess: Do not attempt an unsafe lift “just to try.”
2. Explain the constraint: Weight/path/service level mismatch; staffing/equipment required.
3. Offer the safe options (as applicable):
   • update scope in the Platform (additional providers/equipment/time)
   • convert service level (curbside/doorstep vs room-of-choice)
   • reschedule when correct crew is available
   • refuse the item/service if unsafe or unlawful
4. Document in the Platform:
   • item(s) involved, estimated weight, observed obstacles (stairs/steps, long carry, tight turns)
   • photos of access constraints where safe and lawful
   • customer communications and the option offered
   • whether the customer accepted scope update/reschedule or refused
5. Escalate to Support when:
   • customer disputes staffing requirements
   • customer pressures forced movement
   • safety threats or hostile behavior occurs
   • prohibited items/hazards are present
6. Close out appropriately:
   • If the job cannot proceed due to customer-controlled conditions or refusal to authorize safe scope changes, follow the No Show and Inaccessible Job Policy workflow and tagging.

Providers must not misclassify jobs. False documentation or bad-faith closeouts are enforceable violations.

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7) Specialty items and maximum handling limits

Certain items may require specialty movers, rigging, hoisting, or third-party insured handling and may be refused under standard Services, including:

• very large safes, industrial/commercial machinery
• pianos requiring specialty piano movers
• items requiring removal of doors/railings or structural modification
• items requiring crane lifts/hoisting
• items exceeding safe handling thresholds given the environment

For items often 600+ lbs or complex environments, Providers should expect:

• specialty booking category requirements, and/or
• increased crew size and planning, and/or
• reschedule/referral.

If specialty handling is required and not available, Providers must refuse or reschedule.

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8) Forced movement: provider prohibition and documentation

Providers must not perform “forced movement” when:

• the item does not safely fit,
• damage or injury risk is high, or
• safe handling cannot be achieved with available staffing/equipment.

If a customer insists on forced movement:

• refuse or require conversion to a safe service level, and
• document the refusal and reasons in the Platform, and
• escalate to Support if the customer disputes or becomes hostile.

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9) Incidents, injuries, and reporting

If any incident occurs (injury, near-miss, property damage, safety threat), Providers must:

• stop and stabilize the situation
• seek emergency services if needed
• report promptly under the Incident Reporting Policy
• preserve evidence and documentation

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10) Enforcement

Violations of this Provider Standard policy may result in:

• warnings, retraining, or monitoring
• feature restrictions (job types/weights)
• suspension or deactivation under Deactivation and Appeals Policy
• payout adjustments or chargebacks where permitted by agreement and law (for misconduct or falsification)
• referral to law enforcement where appropriate for illegal activity

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11) Policy changes

We may update this policy at any time. Updates will be reflected by the “Last Updated” date above. Continued use of Provider features after updates constitutes acceptance of the revised policy to the extent permitted by law.